April Newsletter

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Note from Ruth Evans

Please find enclosed our news digest for April. In this newsletter we collect all the patient experience news we have seen over the last month and put it into one place for you to access. Please do let us know if we have missed anything.

This month has seen a huge range of articles about patient experience. In the section Patient Experience News, there are three thought-provoking reads about the importance of Pain, Wait and Happy Patients, together with an article about what’s important in terms of experience for Millennials.

Under Local News, we have found several interesting examples of what’s working well including changes to improve the discharge experience, and the experience for dementia patients. Kate Granger’s #hellomynameis campaign also continues to build traction with West Herts coming on board.

From
Overseas, we have included two original articles about lingering and curiosity.

May, June, and July see us spoilt for choice with several events to go to... including the Patient Safety Congress which for the first time has a patient experience stream and we have been invited to speak at this.

Don’t forget to look at the Useful Resources where you will find we have completed our updated report on the experience of care for children and young people and also have prepared for the first time a collation of the case studies focussing on complaints and turning it around when it goes wrong.

I hope you enjoy the read and, as always, please feel free to forward this newsletter. Do let us know if you have any news to share for next month.

All the best
Ruth

PENNA 2015

We hope that our participants are still basking in their well-deserved glory. We are still seeing articles about their great work and receiving requests for copies of presentations. The good news
is that we have now uploaded all the presentations onto the website: http://patientexperiencenetwork.org/penna15presentations/
where the video has also been uploaded. It really is worth watching the video, as it captures the “essence” of our awards so well:
https://www.youtube.com/watch?v=3RS8AHOws2w&feature=em-upload_owner

Feedback reports and all logos are being issued this week. If you require additional copies of certificates or posters please contact Louise at l.blunt@patientexperiencenetwork.org

Don’t forget all photos are available on our facebook pages https://www.facebook.com/patientexperiencenetwork/
and to see the list of finalists, runners ups and winners: http://patientexperiencenetwork.org/
This Month's Case Study

Midlands & Lancashire CSU
Insight & Partnership Improving Experience for Staff and Patients


Summary

This initiative is part of a broader initiative that won the commissioning Penna award. 2014 details can be found here: http://www.nhsiq.nhs.uk/news-events/events/pen-awards-webinar-series/pen-award-winners-webinar-6th-october-2015.aspx.

The initiative is supported by MLCSU and implemented by SOTCCG and NSCCGS in partnership with local providers, GP
surgeries and patients. It takes disparate sources of data across patient experience, clinical effectiveness and safety data and aggregates under standard data sets so that themes and trends can be identified. All data is then reviewed under a subgroup of the quality committee and actions agreed with providers.

The success of this initiative has been the engagement from all members of staff across the various organisations embracing the feedback from patients and repointing to it in a spirit of partnership and learning.

Its innovative approach is groundbreaking, the clinical leadership across organisations has been inspirational, the outcomes are patient focused and have been aggregated over time, it is sustainable via its process and procedures and the buy-in from staff and patients, and it is eminently transferable as the dissemination from the Stoke on Trent pilot shows. It started in one CCG with 54 practices and transferred to 113 CCGs and over 600 practices as well as other organisations.

READ MORE

PEN News
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To keep in touch with our latest news follow us on @PEN_NEWS - this is where we share the good things going on in healthcare - or join our LinkedIn group PENFriends.

Patient Experience News


Key Drivers of Patient Experience: Pain Management





Shorter wait times yield better patient experience: 6 findings




Cooper study shows relationship between happy patients and better medical results





Millennials Take the Wheel


Local News

Award Nominated Stroke nurse urges people to watch for early signs of condition



North East healthcare initiative improving patient safety







'Workstation on wheels' piloted to improve hospital patient discharge times


Win for local GP partnership in national Friends and Family Test Awards


German delegation visits Bradford Royal Infirmary to see pioneering care for dementia patients


Have we been introduced? Campaign raises awareness among hospital staff


Overseas News


'We're inviting you to linger': Kaiser tests new approaches to the patient experience





What a Difference Being Curious Makes by Mary Koloroutis








Other News


Hospital cafeteria upgrades focus on choice, health, improved patient experience


Articles From Our Members





The Health Foundation is supporting Charles Vincent’s and Rene Amalberti’s publication – Safer healthcare: strategies for the real world. The book was published by Springer on 25 January 2016.

In this new book, Rene Amalberti and Charles Vincent argue that we need to see safety through the patient’s eyes, to consider how safety is managed in different contexts and to develop a wider strategic and practical vision in which patient safety is recast as the management of risk over time. Much patient safety activity work is about moving towards optimal care, yet we also require ways of managing safety when conditions are difficult, and clinicians are having to adapt constantly to changing circumstances.

Access the free ebook: http://www.springer.com/gb/book/9783319255576







NHS Improvement’s Head of Patient Experience confirmed for Challenge 2020 conference

Julia Holding, Head of Patient Experience for the newly-formed NHS Improvement has been confirmed as a keynote speaker for the ‘Challenge 2020’ conference to be held in London on 6th July. With the NHS facing ever greater financial challenges, and with potential changes to the Foundation Trust landscape, this will be one of the first opportunities to hear from NHS Improvement about patient experience,
membership and engagement in the broader provider environment.

The conference (‘Challenge 2020: Advancing Health Engagement & Involvement') is hosted by Membership Engagement Services and will take place at 30 Euston Square (home to the Royal College of General Practitioners). It will bring together thought leaders and experts from across the NHS and beyond to discuss the next steps in health engagement,
governance and patient experience.

Tickets can be bought via the conference microsite www.membra.co.uk/challenge2020 where you will find further information about the day’s programme and speakers.


Events


Measuring, Understanding and Acting on Patient Reported Experience Measures (PREMS)
Wednesday 11 May 2016
ICO Conference Centre, London

This conference will focus on measuring, understanding and acting on Patient Reported Experience Measures, and demonstrating responsiveness to that insight to improve care.
Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and change practice as a result of the feedback you receive. There will be an extended session providing a step by step guide to PREMs, the measures that are currently available and how you can customize them to suit your services, and learn from them to improve care for patients. Sessions will also focus on improving PREMs collection, demonstrating insight and responsiveness to PREMs, the relationship between PREMs, PROMs and PCOMs, measuring quality through PREMs as part of clinical audit, reaching lesser heard groups, and making the right choices in terms of where to focus your patient experience efforts. NB A 20% discount is available by quoting ref: hcuk20pen when booking.(*Cannot be used in conjunction with any other offer. Full T&Cs available upon request.)
For further information and to book your place visit http://www.healthcareconferencesuk.co.uk/patient-reported-experience-measures or email hanisha@hc-uk.org.uk Follow the conference on Twitter#PREMs

Complaints Handling, Investigating, Resolving and Learning
Friday 13 May 2016
Hallam Conference Centre, London

This conference will provide a practical guide to handling, investigating, responding and learning from complaints in health and social care. Through national updates, practical case studies and in-depth expert sessions the conference aims to improve the effectiveness of complaints handling within your service, and ensure that complaints lead to change and improvements in patient care. NB A 20% discount is available by quoting ref: hcuk20pen when booking.(*Cannot be used in conjunction with any other offer. Full T&Cs available upon request.)
For further information and to book your place visit
http://www.healthcareconferencesuk.co.uk/nhscomplaints-handing-investigation-training or email kate@hc-uk.org.uk Follow this event on Twitter #NHSComplaints

Reducing Inpatient Falls & Harm from Inpatient Falls
Wednesday 18 May 2016
Colmore Gate Conference Centre, Birmingham

This conference focuses on reducing inpatient falls, implementing the recommendations from the 2015 National Audit of Inpatient Falls. Through national updates and practical case studies focusing on the individual recommendations from the national audit the conference will provide a step by step guide to implementing the multiple interventions that have been proven to reduce falls in your service.
For further information and to book your place visit
http://www.healthcareconferencesuk.co.uk/reducing-inpatient-falls-and-harm-from-inpatient-falls or email hanisha@hc-uk.org.uk
Follow the conference on twitter #FallsNHS


The Power of Partnership: Working in collaboration to deliver high-quality health and care information and support: 2016 Annual Conference for People Working in Health and Care Information and Support,
Wednesday 25 May 2016
Royal College of Physicians, London

If you care about high-quality, accessible health and care information and support this is the conference you should be attending in 2016.
Our 2016 conference theme is the ‘Power of Partnership’. Partnership working is about developing inclusive, mutually beneficial relationships across a range of sectors that improve the quality of health information and support, and the experience of care for patients and the public.
The interactive and participatory style of the conference will include:

  • Case studies on targeted information for hard to reach groups, developing digital approaches for self-management, and much more, will allow you to learn from a range of projects that have involved partnership working.
  • ‘Question Time’ style Keynote Conversations with panelists from a range of sectors, across the UK, will enable you to take part in the discussions and contribute your views.
  • Dedicated networking sessions will allow you to share your experiences, make connections and create, and discover, new partnerships to drive your work and projects forwards.

With the chance to submit an entry to our Best Poster Competition, and a range of sponsorship and exhibition opportunities available there is something for everyone.
Please get in touch now for more information or to secure your place
at: www.pifonline.org.uk/2016-conference or email nicole.naylor@pifonline.org.uk

A Practical Guide to applying and monitoring adherence to The Duty of Candour
Wednesday 15 June 2016
Hallam Conference Centre, London

The statutory duty of candour was introduced for NHS bodies in England (trusts, foundation trusts and special health authorities) from 27 November 2014, and to all other care providers registered with CQC
from 1 April 2015. This conference focuses on applying and monitoring adherence to the statutory and professional duty of candour in practice, and ensuring the duty is not seen as an add-on but as an integral aspect of a culture of candour across the organisation.
For further information and to book your place visit
http://www.healthcareconferencesuk.co.uk/courses/duty-of-candour.html or email hanisha@hc-uk.org.uk
Follow the conference on Twitter #DutyofCandour
A 20% discount* is available to PEN members by quoting ref: hcuk20pen when booking.(*Cannot be used in conjunction with any other offer. Full T&Cs available upon request.)

Reducing Medication Errors in Hospitals National Summit 2016
Wednesday 22 June 2016
Hallam Conference Centre, London

This Summit aims to bring together clinicians, managers and medication safety officers to understand current issues and the national context, and to debate and discuss key issues and areas they are facing in improving medication safety and reducing medication errors.
For further information and to book your place visit
http://www.healthcareconferencesuk.co.uk/reducing-medication-errors or email hanisha@hc-uk.org.uk
Follow the conference on Twitter #MedicationErrors
A 20% discount* is available to PEN members by quoting ref: hcuk20pen when booking.(*Cannot be used in conjunction with any other offer. Full T&Cs available upon request.)



Tuesday 5 July 2016
Hallam Conference Centre, London

Effective Consent Practice: Implementing the new duty to explain risks to patients
This conference focuses on effective consent practice following the Supreme Court judgement in March 2015 in the case of Montgomery v Lanarkshire Health Board. The conference will include extended legal and practical updates on the new duty to explain risks to patients and what the supreme court judgement means for your practice and service,
understanding within the consent process, individualising consent and communication of risk, capacity and consent and legal issues surrounding children, older people, vulnerable adults, pregnant women and people will mental illness or learning disability, consent in a nurse led service and consent and refusal of treatment.
For further information and to book your place visit
http://www.healthcareconferencesuk.co.uk/effective-consent-practice or email hanisha@hc-uk.org.uk
Follow the conference on Twitter #ConsentNHS
A 20% discount* is available to PEN members by quoting ref: hcuk20pen when booking.(*Cannot be used in conjunction with any other offer. Full T&Cs available upon request.)


Measuring, Understanding and Acting on Patient Experience Insight

Tuesday 5 July 2016
Manchester Conference Centre, Manchester

This conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to improve care. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and demonstrate responsiveness to the feedback you receive.
For further information and to book your place visit
http://www.healthcareconferencesuk.co.uk/patient-experience-and-experiences-of-care or email hanisha@hc-uk.org.uk
Follow the conference on Twitter #PatientExp
A 20% discount* is available to PEN members by quoting ref: hcuk20pen when booking.(*Cannot be used in conjunction with any other offer. Full T&Cs available upon request.)

Challenge 2020
Wednesday July 6th 2016
30 Euston Square, London

Membership Engagement Services (MES) will host a special one-day conference dedicated to engagement in health, and also to mark ten years of their support to the health sector. 'Challenge 2020: Advancing Health Engagement & Involvement' will bring together thought leaders and experts from across the NHS and beyond to discuss the next steps in health engagement, governance and patient experience.
Further information, including details of the programme and speakers, can be found at the event microsite, www.membra.co.uk/challenge2020. Here you will also be able to book tickets. Please note single tickets are available at an 'Early bird' discounted rate until March 1st. MES are also offering group tickets which allow three people entry to the conference at a much cheaper rate than the standard single price. For any questions or queries please refer to FAQs or email events@membra.co.uk.






5th to 6th July 2016
Manchester Central, Manchester


Run by the Health Service Journal and Nursing Times, these publications provide an opportunity to bring together practitioners and policy makers, joining the audiences of the Congress with the Patient Safety Awards. The Patient Safety Congress and Awards mark the marriage of the leading events that will both celebrate and spread best practice in safety internationally. Contact the Patient Safety Congress & Awards team:
+44 (0)20 3033 2019 |
psca@EMAP.com



CLIP Health Libraries Group Conference 2016
Thursday 15th & Friday 16th September 2016
Location: The Scarborough Spa, Scarborough

Library & Knowledge Services staff are vital to healthcare and underpin clinical and management decision making. Attending the CILIP Health Libraries Group Conference will give you the extra skills you need at your fingertips in just two information-packed days.

Find out how you can get involved and deliver Knowledge for Healthcare within your organisation (Keynote speaker confirmed: Louise Goswami, National Programme Lead for H4K.)

Uncover the latest technologies and innovations available to help you do your job more smartly.

Form career-long relationships and connect with other like-minded professionals from across the health service, the academic sector, the independent sector, government departments, professional associations, charities and public libraries.

The biennial CILIP HLG Conference has become the place that 350+ health librarians from across the UK convene to exchange ideas, discover the latest innovations and make long-lasting professional connections.

To find out more, submit a session proposal, discover the exhibition opportunities, or simply to register, just visit www.cilip.org.uk/hlg - book before 29th April for 20% early bird discount.
www.cilip.org.uk/hlg
Twitter: #HLG2016


Useful Resources

Experience for CYP
Following a series of events last year, together with an online survey, we have updated and refreshed our report on the experience for children and young people.
The full report and summary are both available at http://patientexperiencenetwork.org/resources/cypexp-resources/ where you will also find all copies of the resources shared over the various events.

Complaints
Last month PEN was invited to speak at the NHS Complaints Managers Forum. The slides and report we prepared for this event can be found here:
http://patientexperiencenetwork.org/resources/complaints/. In the report you will find a collation of the case studies we have in our archives focussing on turning it around when it goes wrong.